Specialist, Service Culture - Dubai (Emiratised Role)

Role Overview

Specialist, Service Culture at First Abu Dhabi Bank (FAB) in Dubai. This is an Emiratised role.

Role Purpose

The role holder supports the Head of Service Culture in implementing and monitoring service culture initiatives across the organization. The position operationalizes programs, tracks performance, and engages employees to ensure adoption of customer-first behaviors and drive service excellence.

Key Responsibilities

Program Implementation

• Support the execution of service culture initiatives, ensuring alignment with overall strategy.
• Assist in the rollout of training programs, communication campaigns, and engagement activities to promote service excellence.
• Coordinate with cross-functional teams to ensure seamless delivery of programs.
• Develop a roadmap for comprehensive redesign of acquisition and service processes.
• Manage the full life cycle of project management including planning, execution, and handovers.

Monitoring and Reporting

• Track the adoption of service culture initiatives, collecting data on employee engagement and customer feedback.
• Prepare reports and dashboards to monitor the performance and impact of service culture programs.
• Identify and escalate areas for improvement to the Head of Service Culture.
• Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies, and quality standards.
• Package and present progress, next steps, and challenges regarding projects to management as required.
• Ensure timely program reporting is in place and distributed to key stakeholders and SPOCs to drive informed decision-making around priorities.

Employee Engagement Support

• Act as a point of contact for employees regarding service culture programs, addressing questions and providing guidance.
• Coordinate recognition programs and events that celebrate service excellence across the organization.
• Gather feedback from employees to enhance the effectiveness of service culture initiatives.
• Lead talent development initiatives for the assigned function, collaborating with discipline experts to ensure availability of talent to fit business requirements.

Training and Development

• Assist in the development and delivery of training materials, workshops, and e-learning modules.
• Support the facilitation of training sessions and ensure employees understand service culture expectations.

Collaboration and Communication

• Partner with HR, marketing, and frontline teams to execute service culture initiatives effectively.
• Ensure clear and consistent communication of service culture programs, values, and goals across the organization.
• Leverage central function support teams to implement projects, including IT, Operations, and Credit.

Process Improvement and Transformation

• Identify opportunities to enhance the efficiency and impact of service culture initiatives.
• Contribute to the development of new tools, resources, and methodologies to promote a customer-first mindset.
• Lead key business process rethinking and redesigning of key customer processes.
• Fix priority customer pain points highlighted through customer feedback or other key transformation initiatives.
• Lead the management of change through continuous improvement of functional systems, processes, and practices taking into account global standards and changes in the business environment.
• Proactively identify and provide solutions for any strategic delivery risks and issues.
• Define and maintain list of initiatives and cascade FAB-wide transformation initiatives as required.
• Articulate and strategize transformation initiatives into an actionable roadmap across businesses.
• Deliver high-quality output in a timely manner by checking the progress of projects against timelines and output against quality parameters set by the Group.
• Ensure quality delivery by vendors as per bank guidelines in case of outsourced development and delivery areas.

Leadership

• Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximize performance.
• Lead a team and manage their work streams and work plans towards execution of target milestones.
• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value-driven culture within the bank.

Strategy Development

• Develop and direct the implementation of functional strategy ensuring alignment to group strategy, FAB vision, mission, and corporate objectives.
• Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.
• Ensure the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies.

Qualifications & Experience

Minimum qualification and experience requirements are to be determined (TBD).

Additional Information

• Full details are available on the employer's original posting.